The Moment of Truth is the short timeframe when a customer experiences the product or service that many people have often prepared over many months. It is the moment when a small, often unintentional mishap has the huge potential to spoil the result of hard work by others in the organisation behind the scenes.…
Leaders need to spend more time at the real touch points impacting customers and employees. Only then will they truly understand the real situation so that they can take effective actions to improve performance. And, being seen in Gemba only in crisis situations undermines its value and leaves a negative stain on it.…
“Voice of the Customer” – VOC in short – is a key topic in all kind of customer service, TQM or Lean Six Sigma training and related project work. There…
The Moment of Truth is the short time frame when a customer experiences the product or service that many people have prepared often over many months. It is the moment…
A team spends months on improving customer-facing branch processes of a bank. After benchmarking with sister companies across the world and after carefully mapping out process steps they come up…
A typical Friday evening starts with a family dinner in a nice atmosphere. This time we decide to visit one of our favourite restaurants for a light dinner with Sushi.…
Everyone, undoubtedly, has had the unenviable honour of experiencing ‘bureaucratic government processes.’ Be it applying for your first ID or passport, to initially obtaining a driving license and the inevitable dealings with the tax man. I had a different experience. No Red Tape ……
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